Privacy Policy

Information we hold about our customers

We collect and process various categories of personal information from you at the start of, and for the duration of, your relationship with us. We will limit the collection and processing of information to information necessary to meet our legal obligations and to enable us to arrange to products or policies that you have requested.

Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to provide advice or to arrange products and services to you.

Personal information may include:

Basic personal information: name and address, date of birth and contact details.

Information about your financial circumstances; including personal wealth, assets and liabilities, proof of income and expenditure, credit and borrowing history and needs and goals.

Information about your family, lifestyle and social circumstances such as marital status, dependents and employment status.

Visual images (copies of passports) to confirm your identity.

We may also process certain special categories of information for specific and limited purposes, we will only process special categories of information where we’ve obtained your explicit consent or are otherwise lawfully permitted to do so. Special Categories may include: Information about racial or ethnic origin, physical or psychological health details or medical conditions.

How we use your information

We will only use and share your information where it is necessary for us to carry out our lawful business activities. We may process your information where it is necessary to enter into a contract with you for the provision of our products or services or to perform our obligations under that contract. Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to operate your account and/or provide products and services to you.

The way we use your information:

Assess and process applications for products or services.

Arrange and advise on products and policies available to you. This will include: collecting and issuing all necessary documentation, executing your instructions, making payments to third parties, resolving any queries or discrepancies and administering any changes. Calls to our product and policy providers.

Develop, manage and maintain our relationships with you and for ongoing customer service. This will enable us to assist you in the event that you need to claim on an insurance policy arranged by us, or to advise you of new products available that will benefit your circumstances and to help you to review your mortgage to ensure you have the best rate available to meet your needs.

Investigate and resolve complaints or breaches of conduct by our employees.

We may process your information in the day to day running of our business, to manage our business and financial affairs and to protect our customers, employees and property. It is in our interests to ensure that our processes and systems operate effectively and that we can continue operating as a business.

Monitor, maintain and improve internal business processes, information and data, technology and communications solutions and services.

Perform general, financial and regulatory accounting and reporting

Enable a sale, reorganisation, transfer or other transaction relating to our business

Your rights

We want to make sure you are aware of your rights in relation to the personal information we process about you. We have described those rights and the circumstances below. If you wish to exercise any of these rights, if you have any queries about how we use your personal information that are not answered here, or if you wish to complain to our Data Protection Officer, please contact us at 0118 4028971.

Please note that in some cases, if you do not agree to the way we process your information, it may not be possible for us to arrange products or policies on your behalf.

Sharing data with 3rd parties

We will only use and share your information with third parties in the following circumstances:

Where we have your permission.

Where we are required by law and by law enforcement agencies, judicial bodies, government entities, tax authorities or regulatory bodies around the world
with third party guarantors or other companies that provide you with benefits or services (such as insurance cover) associated with your product or service
where required for a proposed sale, reorganisation, transfer, financial arrangement, asset disposal or other transaction relating to our business and/or assets held by our business.

Where permitted by law, it is necessary for our legitimate interests or those of a third party, and it is not inconsistent with the purposes listed above.

How we keep your information

By acting as an intermediary to provide you with products or services, we create records that contain your information, such as customer account records, activity records, and lending and credit account records. Records can be held on a variety of media (physical or electronic) and formats.

We manage our records to help us to serve our customers well (for example for operational reasons, such as dealing with any queries relating to your mortgage or protection policy) and to comply with legal and regulatory requirements. Records help us demonstrate that we are meeting our responsibilities and to keep as evidence of our business activities.

Retention periods for records are determined based on the applicable legal or regulatory requirements. We normally keep customer account records for the life span of any current policy or product that has been arranged by us in order that we can deal efficiently with any queries that you may have.

Once products or policies have come to an end we normally keep customer account records for a further 12 month.

Retention periods may be changed from time to time based on business or legal and regulatory requirements.

Security

We are committed to ensuring that your information is secure with us and with the third parties who act on our behalf.